Walters are committed to the highest standards of service and compliance. Our office is bound by The Property Redress Scheme’s Code of Practice. We understand that sometimes things can go wrong and if they do, we are committed to resolving problems with the minimum of inconvenience.
Our complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Should you require assistance with this process, please email us at hello@walters-property.com
We have a standard procedure for handling complaints which is as follows:
1. Making a complaint
In the first instance your complaint should be directed in writing to Ben Taylor, Managing Director. Your complaint will be acknowledged within three working days. We will conduct a full and thorough investigation and a full written response will be sent within fifteen working days.
2. If you remain dissatisfied
If you feel the matter remains unresolved you should write to the Director explaining why you are unhappy with the response. The Director will conduct a comprehensive review of your complaint and will give a final viewpoint in writing within fifteen working days.
3. Independent redress
In the unlikely event that you are still dissatisfied then you may refer the matter to the Property Redress Scheme at the following address:
Property Redress Scheme
Premiere House,
1st Floor,
Elstree Way,
Borehamwood,
WD6 1JH.
Tel No.: 0333 321 9418
Email: info@theprs.co.uk
Website: www.tpos.co.uk
Please be aware that you have up to 12 months from the date of the final viewpoint letter to refer your complaint to the Ombudsman in writing.
Property Redress Scheme requires that all complaints be addressed through this in-house complaint’s procedure, before being submitted for an independent review.
4. What next?
You will receive written confirmation from the Property Redress Scheme that your complaint form has been received. They will write to us, enclosing a copy of your complaints form, and request their file and a statement describing their version of events.
The complaint will be reviewed by the Property Redress Scheme’s office together with the response from the branch and a recommendation will be made to the Ombudsman who will then make a final decision which is binding upon the branch in question.
